Bring Your Flavor

Loyalty Director

Job Details
Job Ref:
R24_0000003008
Location:
788 Circle 75 Pkwy, Atlanta, GA 30339
Category:
Marketing & Communications
Employment Type:
Full time

Job Summary
The Loyalty Director is accountable for driving customer retention and lifetime value growth by effectively building and managing the Papa Rewards loyalty program across Papa Johns’ US store and the QSR franchise network. In this role you’ll have the chance to shape one of the most recognizable loyalty programs in the industry. This role requires an excellent understanding of customer loyalty principles, program design, program economics, and loyalty management technology, as well as the ability to align loyalty initiatives with business objectives to drive measurable outcomes in membership growth and customer value. Along with the functional management of the program, this leader will also build brand equity by integrating the loyalty program into active marketing campaigns and partnerships, driving a holistic omnichannel experience across all online and offline customer touchpoints.
 
Duties and Responsibilities (other duties as assigned)

  • Lead development and execution of strategies to increase transactions, ticket, restaurant and Papa John's International (PJI) profit and consumer lifetime value using the Papa Rewards loyalty program.  

  • Evolve the loyalty program strategy with business goals and customer needs.

  • Determine and recommend additional resource needs to better support PJI's Loyalty strategies, which may include additional agencies, promotional partners, consultants, providers, and capital investments. 

  • Lead internal loyalty team members and external loyalty partners to execute daily operations and ongoing optimization of the program.

  • Prepare and present proposals and updates to senior PJI marketing and corporate management and consult with our Franchise Advisory Council (FAC), seeking their ideas and securing their endorsement for national Loyalty strategies.

  • Create & communicate the loyalty roadmap, including new features, reward structures, promotions, and member engagement initiatives.

  • Partner with Brand, CRM, Paid Media, and Product Technology to design innovative loyalty program features and benefits to drive membership growth and brand awareness.

  • Actively manage and communicate loyalty KPIs to Executive Leadership and Stakeholder teams with actionable insights

  • Partner with Product Technology to enhance loyalty functionality across web, app, and in store experiences.

  • Analyze customer behavior, segmentation, and performance metrics to identify opportunities that increase enrollment, activation, and retention.

  • Monitor industry trends and best practices in loyalty marketing and implement innovative strategies to enhance and improve the loyalty program experience.

  • Collaborate with Brand, CRM, and Media teams to create compelling loyalty campaigns that drive incremental visits and order value.

  • Develop and maintain loyalty policies and procedures to ensure compliance with legal regulations and ethical standards.

  • Work closely with Operations and Franchise partners to ensure program clarity, adoption, and execution across all restaurants.

  • In partnership with Field Marketing, identify and provide guidance on local digital promotional offer strategies that increase eCommerce transactions and ticket, restaurant profit and customer loyalty, while address differing market and competitive conditions. 

  • Provide guidance for international marketing on Loyalty and digital promotional offer strategies, including development of best-practice documentation, training materials, and loyalty program consultation

  • Influence cross-functional teams within PJI to ensure that programs for which the position is responsible are executed strategically, collaboratively and in a timely manner. 

  • Advocate for the voice of the customer, ensuring the loyalty experience is intuitive, rewarding, and aligned with brand values.

Apply
Join Our Talent Network